Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions are a vital ally in…
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Switch To New Channels For Effective Email Communication
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more…
How to Find, Hire, and Build Your Customer Support Team
When you call the customer service team of a cable company to cancel your contract, you might expect small hiccups, but overall you expect it to be relatively easy. Perhaps…
What Support Metrics Should SaaS Companies be Using?
CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would…
What Bug or Feature Matters Most? How to Choose Your Priorities
How do you decide on what bug or feature to prioritize in your next product cycle? This is a big question that teams stumble over. A lot of thought goes…